Instant Ink Prepaid Balance Lost

[Human2Human]

I purchased a printer for my elderly parents that live in another state. I added the printer to my Instant Ink account thinking they could utilize my prepaid balance. I couldn't figure out how to add another address to my account so I called HP Support and found out that Instant Ink doesn't allow to have multiple addresses for one account. The support agent assisted me with creating a new HP Instant Ink account and moving my printer over to it, leaving my parents' printer on my original account. 

After completed I found that my prepaid balance of over $400 was lost. I was told by the original support agent that the issue had been escalated and that I should hear something in 7-10 business days. It's been over a month. I've called multiple times and can't find out what's going on. Can somebody here help?

[Rainbow23 · Accepted solution]

Hi @Human2Human

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